Job Title: VIP Relationship, Retention & Feedback Executive – Fintech (UAE)

Role Overview

We are seeking a customer-focused professional to manage relationships with high-value fintech users across our payment platforms.

This role is responsible for retention, proactive communication, issue resolution, and feedback collection. You will be a dedicated point of contact for important customers and help ensure they receive a fast, personalised service.

This is a 24/7 customer-facing role operating on a rotational shift basis, including evenings, weekends and holidays as required.

You must be comfortable interacting directly with clients, handling outbound retention calls, managing escalations, and maintaining strong ongoing relationships. This is a visible role where the customer should feel they have a dedicated person supporting them.

Key Responsibilities

Manage relationships with high-value and regular fintech customers

Conduct welcome calls and proactive retention follow-ups

Proactively contact customers to ensure smooth payment experience

Handle escalations early before they become complaints

Monitor user activity and reach out to inactive customers

Provide personalised WhatsApp and chat support to assigned users

Collect customer feedback and share insights with internal teams

Coordinate with Payments, Reseller Operations, and Customer Service

Help customers understand processes and escalation paths

Ensure customers feel supported and valued at all times

Support 24/7 operations through rotational shift coverage

What We’re Looking For

Excellent communication and relationship-building skills

Comfortable speaking to customers daily via calls and messages (Hindi / English preferred)

Strong judgement and decision-making ability

Understanding of fintech / payments / wallet / UPI systems

Proven telesales or retention background

Professional appearance and confidence in client-facing interactions

Ability to remain calm, reassuring, and solution-focused

Highly organised, reliable, and disciplined with follow-ups

Requirements

Proven experience in telesales, retention, customer success, account management, or similar

Experience handling high-value customers and improving engagement/usage

Comfortable making outbound calls daily and maintaining structured follow-ups

Strong objection-handling and service recovery skills

Willingness to work a rotational shift pattern as part of a 24/7 service

Experience In Payments/fintech Support Environments Is Preferred

Why This Role is Important

This role helps protect revenue and customer loyalty by ensuring high-value customers receive a fast, personal service and do not escalate issues to leadership. It is a front-facing role with direct impact on retention and trust.